Technical Support Specialist
4 days ago
The company's primary focus is on providing innovative solutions for the automotive and industrial sectors.
About This RoleWe are seeking a skilled Technical Support Specialist to join our team at Valvoline Global Operations. The ideal candidate will provide day-to-day technical support to both onsite and remote employees for various hardware and software-related systems.
This role involves troubleshooting, fault rectification, and problem escalation, as well as documenting support processes and incident particulars. As a key member of our IT Support team, you will work collaboratively with other members of Global IT and 3rd party vendors to drive resolution.
Main Responsibilities:
- Assist with IT support, projects, and documentation under limited supervision.
- Act as a tier 1 support subject matter expert within the IT Support team.
- Enter, route, and resolve support tickets via ServiceNow.
- Coordinate end-user hardware deployments for new user onboarding and replacements.
- Assist with software deployments/patches related to software and operating systems.
- Cordinate interdepartmentally with Global IT teams to gather information, document, and escalate issues as needed.
- Assist with storing and tracking IT assets, including coordinating asset return/retirement/refresh in a timely manner.
Requirements and Qualifications:
- Bachelor's degree or equivalent in Information Technology, CIS, or a related field, or equivalent experience.
- Minimum of two years of experience in providing end-user IT support, preferably with a minimum of one year of that experience providing direct walkup or onsite support.
- ITIL Foundations and Microsoft certifications related to PC support are desirable but not required.
- Native speaker proficiency in English and Mandarin Chinese.
- Exceptional customer service skills.
- Intermediate experience supporting end-user technologies (Windows and Mac PCs, mobile devices) in an Intune managed environment.
- Basic experience supporting collaboration tools and systems (telecom, audio conferencing, Teams, Webex, Zoom).
- Basic experience with ServiceNow incident management.
- Basic network troubleshooting experience.
- Ability to learn and adapt quickly to learning new technologies.
- Able to lift 30lbs.
- Position may have need for sitting long periods at on desk on a computer.
We offer a competitive salary range of $65,000 - $85,000 per annum, commensurate with experience. Additionally, we provide a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.
At Valvoline Global Operations, we value diversity and inclusion. We are committed to creating an inclusive workplace where everyone can thrive. We welcome applicants from diverse backgrounds and encourage them to apply.
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